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IT SERVICES FOR RETAIL BANKING

KEY OFFERINGS • Multi-channel integration, CRM

and transformation solutions • Consulting and implementation of

Web portal & Enterprise 2.0 solutions • Process led SOA transformation

Single customer view and master data management solutions • BI & Data warehouse architecture, design and implementation • Enterprise payments transformation services • Domain enabled Testing Solutions • Unified Governance Risk and Compliance (GRC) framework • Strong domain expertise and ready process frameworks • Oracle Industry Reference Model (IRM) for business and IT processes to fast track application services

Mergers and acquisitions, shrinking profit margins, a demanding retail customer base, and ever-changing regulatory requirements are some of the challenges that are shaping the retail banking industry. Simply put, your success as a retail bank today depends on effectively balancing constrained capital availability with the need to improve customer acquisition, retention and satisfaction levels. The judicious use of technology to optimize your sales and operational processes, effectively manage your distribution channels, and retain your customers becomes all the more relevant. But it also poses several challenges, such as implementing new IT innovations, managing increasing amounts of data, and adapting to new business requirements while remaining cost-effective. Retail banking solutions from Oracle Financial Services Consulting

Oracle Financial Services Consulting with its in-depth expertise in providing IT solutions to the financial services industry can support you in addressing these challenges. The PrimeSourcing Application Services division of Oracle Financial Services Consulting helps retail banks emerging or established - address their IT and business objectives swiftly and effectively. Our retail banking IT solutions can help your bank reduce costs, improve efficiency and increase your customer acquisition and retention levels. Process transformation using Oracle Industry Reference Model for banking

Oracle Industry Reference Model for Banking (IRM) is a comprehensive repository of banking processes that helps you transform your bank’s operations, service customers better, and universally standardize and leverage best practices. Organized by process areas and defined in a manner that business users can easily understand, Oracle Industry Reference Model for Banking can help your bank save valuable resources in its pursuit of process transformation. Categorized by process areas—trade finance, retail lending, commercial lending, treasury, cash management, payments, and clearing—these end-toend processes cross departmental boundaries and map across functional areas such as customer service, risk and control, execution, and marketing and management. The structure, depth, and comprehensiveness of the repository deliver value and can be easily adapted to the specific needs of individual banks. Our process models are pre-analyzed and pre-defined best practice processes that can be adopted for any green field implementation or business transformation exercise. Enriched with operational risks and controls, IRM can serve as a framework for RCSA. IRM facilitates linkage of business processes to a company’s organizational structure, its product and services and its applications and system. It serves as the basis for

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defining service architecture for business process led SOA initiatives.

Fig.1 - IRM - Fast-tracking Process Orientation

Channel integration for improved communication

Internet and mobile banking provide a cost effective channel to communicate with your customers. These services are based on a customer's channel preferences and can improve customer relationships significantly. We provide the necessary skills and experience to implement various specialized channel platforms, including internet and mobile banking products. Web portal and Enterprise 2.0 solutions for customer personalization, communication and collaboration

Retail banks seeking to expand their markets might find that investments in Web 2.0 tools like Blogs, viral marketing and RSS technologies can deliver maximum bang for their buck by creating greater awareness in their target markets. Rich Internet Applications facilitated by Web 2.0 development platforms like AJAX can help increase conversion rates of ‘leads to deals’ for many online banking processes. We bring proven expertise in program management, deployment, and systems integration of technologies that help you move towards Enterprise 2.0 solutions for communicating and engaging with your customers, employees and business partners. These include re-factoring of existing web applications, creation of rich applications using mash-ups, weblogs, wikis, podcasts, RSS feeds, and online services. Systems integration and program management

Legacy systems, multiple systems, third-party products - that's a common scenario in the retail world today. It is therefore essential to integrate all applications to be cost-effective and efficient. In a multi-vendor implementation, PrimeSourcing, as a program manager

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and systems integrator, will execute the overall project and delivery management. We have a well established implementation framework for third-party product integration including managing the overall program and delivery execution. Application and Technology Outsourcing

When it comes to IT outsourcing, questions like, 'what to outsource' and 'to whom to outsource' arise. Our comprehensive Application Portfolio Management (APM) solutions give you an effective framework for application portfolio analysis and application rationalization. Our complete application lifecycle solutions from concept to deployment to production to transformation These include services ranging from application development, reengineering, migration, maintenance and production support, enterprise application integration, quality assurance (testing) and project management. Execution is based on our proven global delivery model supported by a global infrastructure, governance and project management frameworks, and flexible engagement models. Oracle Financial Services Consulting’ expertise encompasses retail, corporate and investment banking domains including securities, capital markets and insurance. Our in-house experts are well-versed in a wide array of technologies, including the complete Java and Microsoft families, and open source technologies. All our services follow mature SEI-CMM Level 5 processes. Enterprise data management and business intelligence

Through our Business Intelligence (BI) Center of Excellence, we offer enterprise data management and data warehousing solutions including solutions for integrating customer data into a unified customer view. Our BI solutions are custom tailored to meet the client’s requirements for customer and enterprise analytics and can built on Oracle BI EE or equivalent technologies. Governance Risk and Compliance (GRC)

GRC solutions solve two pressing risk and compliance challenges faced by financial institutions worldwide - "hidden costs" of multiple systems, and the duplication of processes that are not only expensive to maintain, but also hinder the ability to holistically manage the impact of external and internal risk and compliance events. Our solutions for the GRC space include GRC consulting, custom built solutions and Oracle suite of products including Oracle Reveleus, Oracle Mantas and Oracle Governance Risk and Compliance (GRC) Manager. Customer Relationship Management (CRM)

We specialize in end-to-end implementation of CRM products such as Siebel, Oracle CRM on Demand and other market leading solutions. Through our CRM Center of Excellence, we offer a comprehensive range of CRM services including CRM strategy consulting, business process consulting, product fitment analysis, product customization and

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configuration, product implementation services, data migration and integration with back-office and data warehousing applications, and backend infrastructure and production support. Retail payments

Payments solutions, today, use highly fragmented systems running multiple applications for different types of payments across different lines of business and locations. Our Payments Center of Excellence engages in enterprise payments transformation consultancy and program management, system integration and implementation of payment hub products, messaging and gateway consolidation solutions. Supported by a broad range of products from Oracle including Oracle FLEXCUBE Messaging Hub for SWIFTNet messaging consolidation, Oracle FLEXCUBE Direct Banking for Internet and mobile banking, and Oracle FLEXCUBE Remit for cross border remittances, we can service the growing needs of retail banks in the area of payments.

Experience Summary Client

Experience •

• Mobile Banking for a global tier I bank

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• Cards Data Warehouse for a Large Multinational Bank

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Call centre strategy and delivery channel diversification for a leading bank the Middle East

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Implemented a m-commerce solution for various businesses lines globally and facilitate the delivery of web content to different mobile device formats Built interfaces with all the telephone service providers, shopping venues and payment gateways Developed capability of presenting a Wireless Phone client to Web servers as a standard Web client Proprietary encryption components and authentication techniques used to address security requirements Defined the overall warehouse architecture specification, hardware and environmental software, network & data architecture, security framework requirements Implemented of one of the largest data warehouse worldwide - over 10 TB of data Solution acts as a common MIS across all segments of client’s cards business and supports global operations across APAC and Middle East Implemented a bespoke call center solution with multi-channel integration enabled by contemporary technologies. Role involved reviewing existing processes, technical architecture, solution definition and program management.

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• Faster Payments and Euro Scheduler for a leading bank in UK

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System integration services for implementing Faster Payments solution and Euro scheduler Solution interfaces with the Payments Switch to provide interconnectivity between the Faster Payments central facility and bank’s back-office infrastructure Euro scheduler was integrated with Oracle FLEXCUBE Messaging Hub to provide SWIFTNet Interact and FileAct support

Project Showcase

Web Portal for a Top 5 bank in Asia Pacific region Objectives: • Create a new online brand in the Australian banking industry • Implement a unique customer journey incorporating latest Web 2.0 capabilities • Aim to ‘wow’ the customer through a combination of superior channel capability, attractive product offering, and a set of targeted and value-added tools to drive the customer to buy new products • Conduct all service interactions and requests via self-service through portal or “on-behalf” by the Direct Banking Centre • Acquire actionable intelligence from customer click-streams Solution: • Developed several small Proof of Concepts to identify the right product, mindful of functional and security requirements • Enterprise architecture built on Oracle Fusion Middleware • Rapid prototyping • Planned on end-to-end System Integration Testing prior to release • Usability and branding in partnership with customer’s design firm • Benefits: • Increased sales pipeline from wider dissemination of new product / service information to existing and prospective customers • Revenue boost from higher conversion rates of leads to deals • Deeper customer insight from click-stream analytics • Better customer retention facilitated by community and collaboration facilities Contact Us For more information about Oracle Financial Services Consulting’s IT solutions for retail banking, please visit www.oracle.com/financialservices or email us on [email protected]

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KEY BENEFITS

respective owners. 0409

• Improved customer experience across channels and products leading to greater customer retention • Additional revenues from more effective crossselling and up-selling efforts • Business intelligence for day-to-day business transactions by marketing, finance and sales departments • Reduced cost through improved processes and integration • Reduced time and cost associated with improved compliance processes and data management

RELATED OFFERINGS • Oracle FLEXCUBE • Oracle Industry Reference

Model for Banking (IRM) • Siebel • Oracle GRC Manager • Oracle Reveleus • Oracle Mantas • Oracle BI EE • Oracle FLEXCUBE Remit • Oracle FLEXCUBE Direct

Banking • Oracle FLEXCUBE

Messaging Hub • Oracle WebLogic Portal • Oracle WebCenter Suite

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